Articles
Does AI make a difference in call centers? Experts say yes. Learn the benefits of AI and why the tech has earned a permanent seat in the industry.
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Observe.AI nets $125 million to boost contact center software offerings.
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With the Google Cloud Contact Center AI Platform, Google now provides an out-of-the-box contact center solution.
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Fueled by advancing technology, Voice of the Customer programs allow organizations to gain real-time CX insights. Learn more.
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AI in CCaaS offers many benefits, from cost savings to improved customer satisfaction. How will this tech reshape the future of contact center operations?
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Pegasystems has released two new products its says offer conversational AI capabilities during live interactions in real time, supporting agent experience.
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Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.
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Today, almost all organizations handle both email and telephone queries. This means the call center and contact center labels are often used interchangeably.
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Holiday seasons always have backorders, bottlenecks and sold-out hot products. Yet 2021 trumped them all. Here's what we learned
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We present CMSWire's 10 most popular call center articles from 2021.
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AI has been a hot topic over the last year, and has continued to evolve into a technology that is changing the landscape for businesses around the world.
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Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes.
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Some companies enable callers to access a team of experts for support, while others have IVR trees before a caller can speak to a human being.
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The last 20 months has had a lot changes for all facets of business including call centers and 2022 is coming fast. Here are the biggest hurdles.
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